Trupial — the Crossmedia Helpdesk

Early access — by invitation. Request access

Trupial is a cloud helpdesk by Crossmedia297 where an AI assistant answers every customer conversation first, and your team steps in when a person is needed. It’s named after the trupial, the bright orange songbird you see all over Aruba.

Trupial is built for small and medium businesses with light to medium message volume — hotels, tour operators, restaurants, shops and service organisations. You don’t need a big contact-centre setup. You need customers answered fast, on the channels they already use, without hiring someone to watch every inbox.

How it works

  1. You connect your own channels. Sign in with your Facebook business account and choose which WhatsApp Business number, Facebook Page and Instagram professional account Trupial may use. You stay the owner of those accounts and can disconnect at any time.
  2. A customer writes in on WhatsApp, Facebook Messenger, Instagram or your website chat.
  3. The AI assistant replies first. It uses only your own business information: opening hours, bookings, prices, directions and FAQs.
  4. It hands over to a person when it should. Refunds, complaints and other sensitive or business-critical matters always go to a team member. So does any customer who asks for a human.
  5. Your team picks it up in one shared inbox with the full conversation history, so nobody has to ask the customer to repeat themselves.

Features

  • One inbox for your channels — WhatsApp, Facebook Messenger, Instagram and website chat. We deliberately support fewer channels than the big platforms and focus on the ones Aruban businesses actually use.
  • AI as first responder — limited to your own knowledge base, and always clearly marked, so you can see what the assistant said and what your team said.
  • Clear handover rules — you decide what the assistant may answer and what it must pass to a human.
  • Team roles — Administrators, Managers and Agents, with team-based visibility and assignment.
  • WhatsApp templates — manage your approved message templates and use them to follow up after WhatsApp’s 24-hour reply window.
  • Your own account — each business gets its own Trupial account and sees only its own conversations. There’s nothing to install or host.
  • Automatic clean-up — conversations are deleted after a retention period you choose.

How we use data from Meta

To run your helpdesk, Trupial needs access to the WhatsApp Business account, Facebook Page and Instagram account you connect. We use that access to:

  • show you which WhatsApp numbers, Pages and Instagram accounts you can connect, and connect the ones you choose;
  • manage your WhatsApp number and message templates;
  • receive messages your customers send you — the message, the sender’s name and phone number or profile, and any photos or documents — and show them in your inbox;
  • send the replies written by your team or your AI assistant.

Your data is used only to provide Trupial to your business. We never sell it or use it for advertising. Read the full Trupial privacy policy below.

Getting started

Trupial is in early access. We’re onboarding a small number of businesses so we can set each one up personally. To request access or a demo, email admin@crossmedia297.com.

Trupial privacy policy

Last updated: 22 October 2026

1. Who we are

Trupial is a cloud helpdesk developed and operated by GC Crossmedia297 (Montaña 44 D, Noord, Aruba, Chamber of Commerce no. 60391.0) — “Crossmedia297”, “we”, “us”. Businesses (“clients”) use Trupial to receive and answer messages from their own customers on WhatsApp, Facebook Messenger, Instagram and website chat.

This policy explains what personal data Trupial processes, why, who it is shared with, how long it is kept and what rights you have. It applies only to Trupial, and covers:

  • Customers who send a message to a business that uses Trupial; and
  • Clients and their staff who use Trupial to run their helpdesk.

2. Our role

  • For customer conversations, the business you are messaging decides how your data is used and is responsible for it (the controller). Crossmedia297 processes that data on the business’s behalf and only on its instructions (the processor). Questions about a conversation can go to that business or to us.
  • For client accounts (company details, staff names, email addresses, roles and log-in data) Crossmedia297 is the controller.

3. What data we process

Customer conversations

  • Your identifier on the channel you use: your WhatsApp phone number, or your Facebook or Instagram user ID for that business’s Page or account.
  • Your profile name as provided by the channel.
  • The content of your messages and the replies sent to you.
  • Photos, voice notes, videos, documents and stickers you send. Please only send what is needed; attachments may contain sensitive information.
  • Conversation details: timestamps, delivery and read status, conversation status, and which staff member is handling it.

Client accounts and connected channels

  • Staff names, email addresses, roles and team assignments.
  • Details of the WhatsApp Business account, phone number, Facebook Page and Instagram professional account the client chooses to connect, and the access token Meta issues for that connection.
  • The client’s WhatsApp message templates and the knowledge base the client provides for the AI assistant.

4. How we get it

Customer data comes from you when you message a business, delivered to us by Meta (WhatsApp, Messenger, Instagram) or by the business’s website chat. Client data comes from the client when it creates an account and connects its channels through Meta’s sign-in. We do not buy data or combine it with data from other sources.

5. Why we use it

  • To show conversations in the client’s shared inbox so its staff can reply, assign and close them.
  • To let the client’s AI assistant answer common questions from the client’s own knowledge base, and to hand the conversation to a staff member when needed.
  • To connect and manage the client’s WhatsApp number, message templates, Page and Instagram account.
  • To notify staff of new messages.
  • To keep the service secure, prevent abuse and fix problems.

We use data only to provide Trupial to the client it belongs to. Each client sees only its own conversations. We never sell personal data and never use it for advertising, profiling or to train AI models.

6. AI assistant

When a client has the AI assistant switched on, the text of your message and the client’s knowledge base are sent to our AI provider (Google, Gemini API) to write a reply. The assistant only answers from the client’s own information. It hands the conversation to a person for refunds, complaints and other sensitive matters, when it cannot answer, or whenever you ask for a human. Assistant replies are marked as such in the inbox. The assistant does not make decisions with legal or similarly significant effects about you.

7. Who we share it with

  • Meta Platforms (WhatsApp Business Platform, Messenger Platform, Instagram) — all messages on these channels pass through Meta, which processes them under its own terms and privacy policy.
  • Google (Gemini API) — only when the client’s AI assistant is switched on, as described above.
  • Our hosting provider — Hawk Host, where Trupial’s data is stored.
  • Our email provider — for staff notifications, which may include the customer’s name and a short excerpt of the message.

We may also disclose data where the law requires it.

8. International transfers

Our hosting provider (Hawk Host), Meta and Google process data on infrastructure outside Aruba, including in the United States. Meta and Google do so under the safeguards they provide (such as standard contractual clauses).

9. How long we keep it

  • Conversations, including media, are deleted automatically once there has been no message from the customer for the retention period the client chooses. Clients can also delete a conversation at any time.
  • When a client disconnects a channel or closes its account, we stop receiving data from that channel, delete the stored access token, and delete the client’s conversations and account data.
  • Technical logs are kept only as long as needed for security and troubleshooting.

10. Security

  • Incoming messages from Meta are checked with a cryptographic signature before they are accepted.
  • Data is sent over encrypted connections (HTTPS).
  • Media files are stored privately and shown only to signed-in staff allowed to see that conversation.
  • Access is role-based: agents see only conversations assigned to them, managers only their team’s, and each client only its own.

11. Your rights and data deletion

Depending on applicable law, you may ask to access, correct or delete your data, or object to or restrict its use.

  • Customers: contact the business you messaged, or email us at admin@crossmedia297.com with the channel you used and your phone number or profile name. We will help the business delete your conversation.
  • Clients: email admin@crossmedia297.com to delete your account and all its data. You can also remove Trupial’s access at any time in your Facebook Business settings under Business integrations.

Data held by Meta itself is covered by Meta’s privacy policy.

12. Children

Trupial is a business service and is not aimed at children. WhatsApp, Facebook and Instagram set their own minimum ages.

13. Cookies

The Trupial staff app uses only cookies needed to keep staff signed in. It sets no advertising or tracking cookies. Staff may allow browser notifications; this is optional.

14. Changes

We may update this policy. The current version is always available on this page at https://crossmedia297.com/crossmedia-helpdesk/#privacy-policy.

15. Contact

GC Crossmedia297 — Montaña 44 D, Noord, Aruba
Email: admin@crossmedia297.com · crossmedia297.com